Microsoft Dynamics 365 for Customer Service - Only 4 Days

Why

Seven reasons why you should sit your Dynamics 365 Customer Service course with Firebrand Training

Find Out How We Help You To Learn New Skills Quickly

  1. You'll be Dynamics 365 Customer Service certified in just 4 days. With us, you’ll be Dynamics 365 Customer Service trained in record time
  2. Our Dynamics 365 Customer Service course is all-inclusive. A one-off fee covers all course materials, exams, accommodation and meals. No hidden extras
  3. Pass Dynamics 365 Customer Service first time or train again for free. This is our guarantee. We’re confident you’ll pass your course first time. But if not, come back within a year and only pay for accommodation, exams and incidental costs
  4. You’ll learn more Dynamics 365 Customer Service. A day with a traditional training provider generally runs from 9am – 5pm, with a nice long break for lunch. With Firebrand Training you’ll get at least 12 hours/day quality learning time, with your instructor
  5. You’ll learn Dynamics 365 Customer Service faster. Chances are, you’ll have a different learning style to those around you. We combine visual, auditory and tactile styles to deliver the material in a way that ensures you will learn faster and more easily
  6. You’ll be studying Dynamics 365 Customer Service with the best. We’ve been named in Training Industry’s “Top 20 IT Training Companies of the Year” every year since 2010. As well as winning many more awards, we’ve trained and certified 72,589 professionals, and we’re partners with all of the big names in the business
  7. You'll do more than study Dynamics 365 Customer Service courseware. We use practical exercises to make sure you can apply your new knowledge to the work environment. Our instructors use demonstrations and real-world experience to keep the day interesting and engaging

Think you are ready for the course? Take a FREE practice test to assess your knowledge!

What

On this 4-day accelerated Microsoft Dynamics 365 for Customer Service course, you'll develop your understanding of the powerful Customer Service capabilities that you can use within Microsoft Dynamics 365.

Throughout the course you'll cover the following topics where you'll:

  • Agent Enablement: Learn how your organisation can nurture customer satisfaction through the automation of business processes.
  • Service Intelligence: Learn to utilise a database of articles to create an environment where users can quickly offer standardised answers.
  • Configuring 365 Voice of the Customer Solution: Dive into the platform tools that can be used to create and distribute surveys.
  • Unified Service Desk: Perform basic configuration for the Unified Service Desk for Dynamics 365.
  • Dynamics 365 for Field Service: Learn to understand and use the platform to create supporting items, such as Products, Price Lists, Territories, and Resources.

Your Microsoft Certified Trainer (MCT) will guide you through the course material using Firebrand's unique Lecture | Lab | Review technique. This approach combines both theoretical learning with hands-on tasks. This will accelerate your learning and ensure you leave us with the practical experience to implement your newfound knowledge when you return to work.

You'll sit exam MB2-718: Microsoft Dynamics 365 for Customer Service on-site, during the course. This is covered by your Certification Guarantee. This exam is an elective for the MCSE: Business Applications credential.

This course is aimed at sales operations managers, customer service managers, service schedulers, administrators or any similar roles looking to demonstrate an understanding of the Microsoft Dynamics application functionality.

Passing exam MB2-718 previously resulted in achieving the Microsoft Specialist: Dynamics 365 for Customer Service certification.

Microsoft retired the Specialist credential on 31 March, 2017. The exams remain available and where applicable will count towards the relevant existing MCSA, MCSE or MCSD certification.

Read more ...

Interested? See prices or call +971 4 3199019

Other accelerated training providers rely heavily on lecture and independent self-testing and study.

Effective technical instruction must be highly varied and interactive to keep attention levels high, promote camaraderie and teamwork between the students and instructor, and solidify knowledge through hands-on learning.

Firebrand Training provides instruction to meet every learning need:

  • Intensive group instruction
  • One-on-one instruction attention
  • Hands-on labs
  • Lab partner and group exercises
  • Question and answer drills
  • Independent study

This information has been provided as a helpful tool for candidates considering training. Courses that include certification come with a certification guarantee. Pass first time or train again for free (just pay for accommodation and exams on your return). We do not make any guarantees about personal successes or benefits of obtaining certification. Benefits of certification determined through studies do not guarantee any particular personal successes.

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Interested? See prices or call +971 4 3199019

Manage Cases, the Knowledge Base, and the Interactive Service Hub

Create and manage cases - Manage case lists and views, search for case records, create a new case record, convert activities to cases, perform case resolution processes, implement case routing rules; set up and configure case creation and update rules, implement parent/child cases, merge cases

Create and manage the knowledge base - Search for articles; associate an article with a case; use knowledge base articles to help resolve cases; create, manage, and maintain knowledge base article templates; create, modify, and publish knowledge base articles; format articles; attach knowledge base articles to email messages

Install and configure Microsoft Dynamics CRM Server - Install sample data; install and configure language packs, install the email router, configure server synchronization, configure SharePoint integration, install the SSRS data connector

Manage the Interactive Service Hub - Implement single-stream and multi-stream dashboards, manage queues and cases from streams

Manage Queues, Entitlements, and Service Level Agreements (SLAs)

Create and manage queues - Differentiate between queue types, create and maintain queues, add cases and activities to queues, reconfigure queue items, implement case routing

Create and manage entitlements - Define entitlements, create and maintain entitlement templates, create and configure a new entitlement, create entitlements and add entitlement lines, apply entitlements to cases, associate products, associate entitlement channels, associate an SLA, activate and deactivate entitlements, renew an entitlement

Create and manage SLAs - Define standard and enhanced SLAs, implement SLA actions and details, use SLAs on-demand, manage cases with standard and enhanced SLAs

Implement Service Management Analysis and Voice of the Customer Surveys

Perform service management analysis - Create Microsoft Power BI dashboards, create service dashboards, design and create system charts, identify goal management components, define goals, implement and configure Advanced Find, create editable grids, identify service report types, design reports, export content to Microsoft Excel

Upgrade Microsoft Dynamics CRM and other components - Identify VOC features and components, install and configure VOC, create survey forms, create surveys by using the survey designer, create and configure surveys, link survey questions, pipe data into surveys, route responses, configure survey distribution options, identify and configure survey result options

Manage the Unified Service Desk (USD)

Install and configure the USD application - This topic may include: Install and configure the USD application; define User Interface Integration (UII) actions and calls; create an action call; manage connections by using Connection Manager, Global Manager, and debugger

Implement hosted controls - Create hosted controls, implement toolbars, identify and declare common events, implement window navigation rules, create and configure default and specific rules, implement data and replacement parameters

Configure server-side synchronization - Manage USD sessions, configure user settings and options, create agent scripts, identify debugger capabilities and components, view page data and parameters in the debugger

Manage Dynamics Field Service and the Interactive Services Hub

Install and configure Dynamics 365 Field Service - Plan a Field Service implementation; identify Field Service security roles and administration tasks; view and configure the schedule board; implement the schedule assistant; identify work order relationships; identify accounts, incident types, and service task types; identify agreement options; configure agreement bookings and invoices

Manage the Field Service mobile app and other Field Service features - Identify features and limitations of the mobile app, configure the Field Service mobile app, review customer assets, manage the purchase order process, manage inventory, process returns

Read more ...

Interested? See prices or call +971 4 3199019

On this course, you'll sit the following exam on-site. This is covered by your Certification Guarantee.

MB2-718 - Microsoft Dynamics 365 for Customer Service

  • Technology: Microsoft Dynamics 365 Enterprise
  • Credit toward certification: MCP, MCSE

Skills measured:

  • Manage Cases, the Knowledge Base and the Interactive Service Hub (25% - 30%)
  • Manage Queues, Entitlements, and Service Level Agreements (SLAs) (25% - 30%)
  • Implement Service Management Analysis and Voice of the Customer Surveys (15% - 20%)
  • Manage Dynamics Field Service and the Interactive Services Hub (15% - 20%)

Language: English

Passing exam MB2-718 previously resulted in achieving the Microsoft Specialist: Dynamics 365 for Customer Service certification.

Microsoft retired the Specialist credential on 31 March, 2017. The exams remain available and where applicable will count towards the relevant existing MCSA, MCSE or MCSD certification.

Read more ...

Interested? See prices or call +971 4 3199019

As Firebrand are a Microsoft Learning Partner, you'll be taught using these official resources

  • Microsoft Certified Trainer (MCT)
  • Microsoft official practice tests

You'll also have access to:

  • Firebrand Courseware

Firebrand Training offers top-quality technical education and certification training in an all-inclusive course package specifically designed for the needs and ease of our students. We attend to every detail so our students can focus solely on their studies and certification goals.

Our Certification Programs includes

  • Intensive Hands-on Training Utilising our (Lecture | Lab | Review)TM Delivery
  • Comprehensive Study Materials, Program Courseware and Self-Testing Software including MeasureUp *
  • Fully instructor-led program with 24 hour lab access
  • Examination vouchers **
  • Near site testing, Transportation to/from Testing Center are provided ***
  • Accommodation, all meals, unlimited beverages, snacks and tea / coffee****
  • Examination Passing Policy

Please note

  • * Not on all courses
  • ** Examination vouchers are not included for the following courses: PMP, CAPM and CISSP CBK Review
  • *** Not included in our PMP, CAPM, CISA, CISM, CGEIT, CRISC, (ISC)2 or ITIL Managers and Revision Certifications
  • **** Accommodation not included on the CISSP CBK Review Seminar

Our instructors teach to accommodate every student's learning needs through individualised instruction, hands-on labs, lab partner and group exercises, independent study, self-testing, and question/answer drills.

Firebrand Training has dedicated, well-equipped educational facilities where you will attend instruction and labs and have access to comfortable study and lounging rooms. Our students consistently say our facilities are second-to-none.

Examination Passing Policy

Should a student complete a Firebrand Training Program without having successfully passed all vendor examinations, the student may re-attend that program for a period of one year.  Students will only be responsible for accommodations and vendor exam fees.

Read more ...

Interested? See prices or call +971 4 3199019

Before attending this course, it is recommended that you have the following skills and experience:

  • Basic experience using Windows applications
  • Knowledge of basic sales, marketing, and customer service roles in a business
  • A working knowledge of how to use Microsoft Dynamics CRM 2013 and/or 2015
  • Basic understanding of Microsoft SQL Server and relational database functionality ideal
  • Some knowledge of common Microsoft Dynamics CRM record types
  • Completed Microsoft Dynamics CRM 2013 applications training or have the equivalent knowledge

Unsure whether you meet the prerequisites?

Don’t worry - we’ll discuss your technical background, experience and qualifications to determine whether this accelerated course suits you.

Just call us on +971 4 3199019 and speak to one of our enrolment consultants.

Firebrand is an immersive environment and requires commitment. Some prerequisites are simply guidelines; you may find your unique experience, attitude and determination enables you to succeed on your accelerated course.

Interested? See prices or call +971 4 3199019

When

When do you want to sit your accelerated course?

Microsoft - Dynamics 365 for Customer Service

Start

Finish

Status

Book now

16/9/2019 (Monday)

19/9/2019 (Thursday)

Alumni Only

Book now

Reviews

Here's the Firebrand Training review section. Since 2001 we've trained exactly 72,589 students and asked them all to review our Accelerated Learning. Currently, 96.74% have said Firebrand exceeded their expectations.

Read reviews from recent accelerated courses below or visit Firebrand Stories for written and video interviews from our alumni.


"Enjoyed visit to Wyboston lakes. Staff and facilities were exceptional - Highly recommended for those who want to learn in accelerated mode !"
S.R.. - Microsoft MCSA: BI Reporting (4 days) (5/8/2019 to 8/8/2019)

"Very friendly atmosphere and everyone is very helpful."
Thomas Stephens. - Microsoft MCSA: BI Reporting (4 days) (5/8/2019 to 8/8/2019)

"Very informative and helpful with questions enabling me to get my certification."
Michael Howard. - Microsoft MCSA: BI Reporting (4 days) (5/8/2019 to 8/8/2019)

"Intense.. but good!"
K.P.. - Microsoft MCSA: BI Reporting (4 days) (5/8/2019 to 8/8/2019)

"The lecturer is very knowledgeable and charismatic. I really enjoyed my course and learned a lot."
Anonymous. - Microsoft MCSA: BI Reporting (4 days) (5/8/2019 to 8/8/2019)

"Although intensive, there was still time to explore topics that were interesting and particularly useful. I learnt more than I thought I would."
Robert Baxter. - Microsoft Programming in C# (4 days) (29/7/2019 to 1/8/2019)

"Fast paced and hard work, but good"
Anonymous. - Microsoft Specialist: Dynamics 365 Customisation and Configuration (4 days) (29/7/2019 to 1/8/2019)

"Very well-organised, great communication, fabulous facilities and approachable well-informed instructor .The instructor provided real-life examples and clear explanations with relevant slides, notes, lab work and practice questions. Also. there are small, informal,and supportive groups.As well as, good and nearby accommodation. There is Lots of Food! The hot chocolate kept me going late at night ."
Anonymous. - Microsoft Specialist: Dynamics 365 Customisation and Configuration (4 days) (29/7/2019 to 1/8/2019)

"Would recommend to anyone wanting an intense training session with great staff."
Anonymous. - Microsoft Programming in C# (4 days) (29/7/2019 to 1/8/2019)

"Firebrand training really is accelerated learning at its finest.From the experienced instructors, to the course content and guidance to help you prepare for the exam/takeaways to your given career.I loved my stay here and if I was planning to do another course which firebrand offers, I would not look else where."
Abdulkarim Youssof, KDS UK Ltd. - Microsoft Programming in C# (4 days) (29/7/2019 to 1/8/2019)

"Great quality of teaching along with the enthusiasm of the trainer to break every step down into real world examples helped my understanding. Would recommend to anyone wanting an intense training session with great staff."
Matthew Kemp. - Microsoft Programming in C# (4 days) (29/7/2019 to 1/8/2019)

"Its my 3rd course with Firebrand and I''m delighted with the quality of attention and facilities provided. Thank you."
D.L., National grid . - Microsoft MCSA: SQL Server 2016 - Database Development (6 days) (15/7/2019 to 20/7/2019)

"Prepare well in advance of this course, as the instructor will defiantly be doing the same. This course is packed with valuable info and is worth the investment ."
Anonymous. - Microsoft MCSA: SQL Server 2016 - Database Development (6 days) (15/7/2019 to 20/7/2019)

"Enjoyed the process of intense training. Get your heads down and focus."
Anonymous. - Microsoft MCSA: SQL Server 2016 - Database Development (6 days) (15/7/2019 to 20/7/2019)

"Great course for vendor exams. The accelerated courses aren''t for everyone but great if you can handle the pressure"
Anonymous. - Microsoft MCSE: Productivity (Skype for Business 2015) (7 days) (8/7/2019 to 14/7/2019)

"Travelling all the way to Firebrand from another country is differently worth it. They assist you the best, they can and find a solution. Your opinion is heard and they provide several ways to the goal of a good trip, great exam and pleasant stay"
Martin Andersen, It-Relation. - Microsoft MCSE: Productivity (Skype for Business 2015) (7 days) (8/7/2019 to 14/7/2019)

"Great experience all around. Very enlightening."
Tycjan Jaworski. - Microsoft MCSE: Productivity (Skype for Business 2015) (7 days) (8/7/2019 to 14/7/2019)

"A Good place to start your IT career."
Anonymous, East Suffolk Council. - Microsoft MTA Software Development Fundamentals (3 days) (8/7/2019 to 10/7/2019)

"Pleasant experience, the standard of teaching is high, and the staff here are very helpful and try their best to make your stay here as easy as possible."
K.I., TfL. - Microsoft MTA Software Development Fundamentals (3 days) (8/7/2019 to 10/7/2019)

"The courses I have attended have been adequate and the teachers have made sure to keep students engaged."
Anonymous. - Microsoft MTA Software Development Fundamentals (3 days) (8/7/2019 to 10/7/2019)

"Enjoyed the accelerated learning process, I find it easier to really focus in short intense bursts, and learn more that way"
Kyle Reeves, CIL. - Microsoft MTA Software Development Fundamentals (3 days) (8/7/2019 to 10/7/2019)

"Firebrand provides an excellent course structure which allows Apprenticeships and employers the opportunity to mound the structure into what is a good fit for their company. There is high quality of teaching for the exams and there are always people you can talk to if you have any questions."
David Stevenson, Quilter. - Microsoft MTA: Windows Server Administration Fundamentals (3 days) (1/7/2019 to 3/7/2019)

"Firebrand is very organised training provider and will ensure you are at the right hand. The training was intensive but I learned a lot. Appreciation to the instructor."
Anonymous, Bedford Hospital. - Microsoft MTA: Windows Server Administration Fundamentals (3 days) (1/7/2019 to 3/7/2019)

"The instructor was excellent, he delivered essentially very dry material with clarity and wit. He clearly has great experience in Azure, and was able to support the course with real-life war-stories which brought the course to life. My only criticism is that I would have liked to see more time devoted to the labs, but that was probably hard given the material that was covered. I am looking forward to using the knowledge I gained in the course soon. I really like the immersive nature of the training, with the hotel and restaurant only being two minutes away. 24 hour access was a good idea. The accommodation and food were very good. "
Hugh Mullally, Self-Employed. - Microsoft Certified Azure Developer Associate (4 days) (1/7/2019 to 4/7/2019)

"Very organised and good pace with the lectures."
Anonymous. - Microsoft Certified Azure Developer Associate (4 days) (1/7/2019 to 4/7/2019)

"Intense, amusing, enjoyable to spend the time training."
David Sugarman, Regus. - Microsoft Certified Azure Developer Associate (4 days) (1/7/2019 to 4/7/2019)

"Excellent delivery of the course by the instructor."
Oladimeji Onalaja, Health Education England HEE. - Microsoft Certified Azure Fundamentals (1 Day) (27/6/2019 to 27/6/2019)

"An excellent course, informative content, and engaging presenter ."
Graham Moor, NHSE. - Microsoft Certified Azure Fundamentals (1 Day) (27/6/2019 to 27/6/2019)

"Course was thorough, the instructor was very knowledgeable. Good insight."
Arthur Neild, 2gether NHS Foundation Trust. - Microsoft Certified Azure Fundamentals (1 Day) (27/6/2019 to 27/6/2019)

"Intense training courses made possible by industry expert instructors. Very convenient having accommodation and training centre next to each other. Being in a class full of people who are there to achieve the same goal is great motivation that would not have existed if you were learning on your own."
Joseph Lyons, Sitekit Ltd.. - Microsoft MCSA: Web Applications & MCSD: App Builder (9 days) (17/6/2019 to 25/6/2019)

"This is a fairly grueling course, no mistake! The instructor was an engaging tutor and made the content interesting and enjoyable."
Simon Jackson, Sitekit. - Microsoft MCSA: Web Applications & MCSD: App Builder (9 days) (17/6/2019 to 25/6/2019)

"Intense but good training."
Anonymous, IBM - Microsoft Certified Azure Solutions Architect Expert (6 days) (10/6/2019 to 15/6/2019)

"The training was great."
Anonymous - Microsoft Certified Azure Solutions Architect Expert (6 days) (10/6/2019 to 15/6/2019)

"Firebrand is one of the fastest ways I have ever learned any skill in my life. While challenging, it does provide good insight into the world of IT."
Jack Wills, Coventry Building Society. - Microsoft MTA Security, Windows Server Administration & Networking (6 days) (13/5/2019 to 18/5/2019)

"Firebrand taught me a lot and my instructor was great. The food was good and the accommodation was okay. "
Jack Wright, Thomas Cook. - Microsoft MTA Security, Windows Server Administration & Networking (6 days) (13/5/2019 to 18/5/2019)

"The instructor was very helpful, Answered every question I had and supported me to pass my Exams."
Charlie Boon, Netitude. - Microsoft MTA Security, Windows Server Administration & Networking (6 days) (13/5/2019 to 18/5/2019)

"The instructor is outstanding with a very unique skill set. He is 100% focused on the students needs. To maintain students attention for 12 hourss per day is not easy. Having worked as an instructor I have the upmost respect for both his teaching style and technical ability. Thank You!"
Paul Davenport, Ultra Electronics. - Microsoft MCSA: Windows Server 2016 (11 days) (7/2/2019 to 17/2/2019)

"Training was extensive and very informative. Was given in a way that it was easy to remember and associate with day to day work. Could easily relate to situations presented."
Thomas Slicer-Watkinson, CPiO Limited. - Microsoft MCSA: Windows Server 2016 (11 days) (7/2/2019 to 17/2/2019)

"Very very intensive training, but its worth it!!!"
Marco Pirazzoli, Systems IT. - Microsoft MCSA: Windows Server 2016 (11 days) (7/2/2019 to 17/2/2019)

"Would recommend Firebrand training , instructors are fantastic and keep the course delivery methods varied to ensure students attention throughout the 12 hour days. "
Dean Gathercole, National Grid. - Microsoft MCSA: Windows Server 2016 (11 days) (7/2/2019 to 17/2/2019)

"The training centre is very well organised and professional, I found the course very detailed and got a lot out of it."
Joseph Naber. - Microsoft MTA Software Development Fundamentals (3 days) (10/1/2019 to 11/1/2019)

"Firebrand training is a good way to get qualifications fast. Be prepared with the self-learning before hand and for long days."
Anonymous. - Microsoft MTA Software Development Fundamentals (3 days) (10/1/2019 to 11/1/2019)

"The course was intense but well delivered, the instructor engaged with the group and took the time to give good feedback and help."
Joseph Naber, Games Workshop. - Microsoft MTA Software Development Fundamentals (3 days) (10/1/2019 to 11/1/2019)

"The course is high intensity but still managed to maintain a friendly atmosphere. The residential aspect is definitely beneficial to your learning. "
Anonymous. - Microsoft MTA: Windows Server Administration Fundamentals (3 days) (9/1/2019 to 10/1/2019)

"A good learning environment for people who are looking for a job in the IT depart. Friendly instructor. "
Thomas Thornton. - Microsoft MTA Security, Windows Server Administration & Networking (6 days) (7/1/2019 to 12/1/2019)

"Great teaching but the course was not particularly relevant to our job and skill set. "
Dexter Lee, BBC. - Microsoft MTA Security, Windows Server Administration & Networking (6 days) (7/1/2019 to 12/1/2019)

"Very good facilities, good efficient teaching, would definitely recommend to others that are looking for an IT course."
Andrew Smith, BBC. - Microsoft MTA Security, Windows Server Administration & Networking (6 days) (7/1/2019 to 12/1/2019)

"My instructor was extremely committed to help with our studying, with a group who have had very little experience in the topic our course was based on. The resources provided were also very useful."
Sam Hughes, BBC. - Microsoft MTA Security, Windows Server Administration & Networking (6 days) (7/1/2019 to 12/1/2019)

"The course was very helpful to me as I do C# at my job. They cover all basic fundamentals. The food here is great as well. The stay was comfortable and flexible. You can stay here easily and learn quickly."
S.Y.. - Microsoft Programming in C# (4 days) (7/1/2019 to 10/1/2019)

"Good facility, nice people and an organised concept. Enjoyed my stay and learnt new skills."
James Vost. - Microsoft MTA HTML5 App Development Fundamentals (3 days) (7/1/2019 to 8/1/2019)

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